Anthony Wong

TwitterIf enabled for a particular queue, Sharpen’s Twitter Integration gives you the ability to reply to Twitter messages within the interaction window.The process and interface for “answering” a ...

OverviewQuick access to customer information and interaction history helps agents deliver a faster, more personalized experience. Sharpen provides customer context in three places depending on wher...

Looking for release notes? You can find the latest belowhttps://sharpencx.com/blog/category/release-notes/

OverviewAt times, users may hear an audible error message that says "Error 20". This article covers:Why "Error 20" existsCommon events that cause "Error 20" to occurSteps to troubleshoot and resolv...

OverviewCall spoofing occurs when a third party fraudulently uses a phone number they do not own to disguise their identity when placing calls. In rare cases, callers may report receiving calls tha...

OverviewYour browser may occasionally cache an older version of the Sharpen application, which can cause display issues or unexpected behavior. Clearing your cache forces the browser to load the la...

OverviewSharpen supports transferring active interactions to another agent, a different queue, or an external contact number. Transfers can be initiated while the customer is live on the interactio...

The BasicsWhen you receive an inbound web chat, it would be easy to mistake it for an SMS/MMS interaction. In addition to the changes we will outline below, the biggest distinction is the purple th...

At the top of each article, you should aim to explain the purpose of the article along with any requirements. Use as few sentences as possible and if requirements exist, use a bullet style list to ...

Sharpen Payments provides a PCI Compliant format to collect credit card information—without ever leaving your interaction.When you are on an interaction, click the Payment tab to access the Sharpen...